The Evolution of your CX
Going beyond simply “identifying the customer”, Intelligent CX transformations guide adaptive service improvement – the dynamic adjustment of your service pathways, interventions and touchpoints based on your customers’ situational contexts & needs…
“What is happening right now with this user – and what is the optimal anticipated service response?”
The outcome? Well-designed and operationally well-executed service experiences that encompass the desires, motivations & behaviours of your customers and the people serving them.
Innovative minds analyze "the obvious".
You can use our Intelligent CX model to benchmark where you are, where you want to be, and how to get yourself there.
Knowing where you are on your CX development path can help you in recognizing indicators of progress in key areas and strategizing on new CX initiatives to advance your CX value delivery.
5 Stages of CX Transformation
EMBEDDED
"Intelligent CX integration" drives decision-making across all Strategic & Operational service areas.
- Consistent customer-centric innovation is visibly ever-present within your operational sphere.
- Service lines are all well-attuned to the meet the needs of your CX ecosystem and designed to build long-term value.
- CX is a deeply-ingrained operating principle in the form of well-integrated & generously applied customer-centric technologies.
OPTIMIZED
Intelligent CX insights drive strategic decision-making within specific Operational service areas.
- Service Improvement projects are well-integrated into Operations as core elements within a target service area.
- CX is proactively focused on designing break-through experiences and supporting business outcomes, with anticipated CX value opportunities functioning as a strategic driver of business value.
- IT investments are prioritized in alignment with CX strategy, so IT & CX spending are connected & integrated.
COMMITTED
Intelligent CX delivery is standardized across various Service Lines within a specific Operational area.
- Well-funded Service Improvement projects are underway; they target specific CX improvements by effectively redesigning services rather than just trying to patch problems.
- CX initiatives are based on deliberately assessed, understood & delineated patterns & trends in customer needs, desires & behaviours from across a variety of associated service lines.
- IT investments are well-aligned with CX strategies, with well-connected IT & CX planning.
INVESTED
Several Service Processes are guided by project-focused customer-centric strategies.
- CX is recognized as worthy of significant investment in terms of both capital & key personnel, with a formal focus on addressing troublesome CX issues.
- Project-based funding for CX pilots or efforts is available but remains inconsistent and hard to come by.
- Alignment between CX and technology adoption is overlooked or limited.
INTERESTED
CX is viewed as important but not currently an Operational priority.
- CX is recognized as a “nice-to-have when viable…” part of service delivery, so it’s characterized by uncoordinated activities without any major investment.
- Project-based funding for CX pilots or efforts is under consideration, but CX is still evaluated more as a cost than a benefit.
You can also use this information to guide how your Operations, Technology and Service Delivery teams can work towards common objectives with a shared focus, with all the moving parts working together to successfully deliver Intelligent CX.